A member says their pass isn't working — what now?

Open their page and check In their wallet on the Details tab. It tells you exactly what we know about their pass.

Most likely fix

1. Open Members, find the member, and open their page.
2. Look at In their wallet under Details.
3. If it says Not yet or Removed, press ⋯ then Resend link & pass to send it again.

If it says Yes, with a green Active tag, the pass has reached their phone — see What happens when a member uses their pass at the counter? for what happens next at the counter.

If that didn’t work

• It says “Not confirmed”. This only happens on Google Wallet, and it means Google hasn’t told us the pass was added — it may still be sitting there. Ask the member to check their Google Wallet app, or resend the link.
• They just changed their offer, colours or logo, and their pass looks out of date. Changes can take a few minutes to reach an installed pass. Give it a little longer before resending anything.
• Their membership shows Payment failed or On hold. That’s a payments issue, not a pass one — see What does a member’s Membership status mean?
• You’ve removed them from your club. A removed member’s pass stops working straight away, on purpose — see How do I remove a member from my club?

Still stuck?

Message us from the chat bubble in your dashboard, or email support@useflub.com, and tell us what In their wallet said on their page.

Related

• How do I check a member’s pass and what they’ve used?
• How do I resend a member’s pass link?